"Haes tyttö joku osaava paikalle": customer incivility at work a qualitative study of customer service employees' accounts

Epäasiallisen asiakaskäyttäytymisen voidaan ajatella olevan maailmanlaajuinen ongelma (Sliter & Jones, 2016, s. 208). Monet tutkijat (Grandey et al., 2007; Wilson & Holmwall, 2013; ja LeBlanc & Kelloway, 2002) väittävät, että epäasiallinen käytös asiakkailta on yleisempää kuin epäasialli...

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Main Author: Lohilahti, Ella
Other Authors: Humanistis-yhteiskuntatieteellinen tiedekunta, Faculty of Humanities and Social Sciences, Kieli- ja viestintätieteiden laitos, Department of Language and Communication Studies, Jyväskylän yliopisto, University of Jyväskylä
Format: Master's thesis
Language:eng
Published: 2021
Subjects:
Online Access: https://jyx.jyu.fi/handle/123456789/76591
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author Lohilahti, Ella
author2 Humanistis-yhteiskuntatieteellinen tiedekunta Faculty of Humanities and Social Sciences Kieli- ja viestintätieteiden laitos Department of Language and Communication Studies Jyväskylän yliopisto University of Jyväskylä
author_facet Lohilahti, Ella Humanistis-yhteiskuntatieteellinen tiedekunta Faculty of Humanities and Social Sciences Kieli- ja viestintätieteiden laitos Department of Language and Communication Studies Jyväskylän yliopisto University of Jyväskylä Lohilahti, Ella Humanistis-yhteiskuntatieteellinen tiedekunta Faculty of Humanities and Social Sciences Kieli- ja viestintätieteiden laitos Department of Language and Communication Studies Jyväskylän yliopisto University of Jyväskylä
author_sort Lohilahti, Ella
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description Epäasiallisen asiakaskäyttäytymisen voidaan ajatella olevan maailmanlaajuinen ongelma (Sliter & Jones, 2016, s. 208). Monet tutkijat (Grandey et al., 2007; Wilson & Holmwall, 2013; ja LeBlanc & Kelloway, 2002) väittävät, että epäasiallinen käytös asiakkailta on yleisempää kuin epäasiallinen käytös kollegoilta tai työnjohtajilta. Silti siitä on vain niukasti tutkimuksia. Useat tutkijat (Grandey et al., 2004; ja Ben-Zur & Yagil, 2005) myös väittävät, että loppuun palamiset sekä työuupumukset ovat epäasiallisen asiakaskäyttäytymisen enteitä. Näiden asioiden vuoksi se on ongelma ja sitä tulisi tutkia enemmän. Tämän tutkimuksen tavoitteena on tarkastella asiakaspalvelutyöntekijöiden näkemyksiä ja kokemuksia epäasiallisesta asiakaskäytöksestä työpaikoilla Suomessa. Tutkimus keskittyy työntekijöiden näkemyksiin epäasiallisesta asiakaskäytöksestä erityisesti rasismin sekä syrjinnän näkökulmasta. Sen lisäksi tutkimuksen toisena tavoitteena on tutustuttaa lukija epäasiallisen asiakaskäytöksen moniin muotoihin, joita nämä työntekijät tässä tapauksessa olivat kokeneet työpaikalla. Lukija saattaa parantaa tai edistää omaa tietämystään tästä yleisestä asiakaspalvelualoilla kohdatusta ilmiöstä ja ehkäpä lukijan oma asenne ja käytös asiakaspalvelutyöntekijöitä kohtaan muuttuvat tarvittaessa. Tutkimus on kvalitatiivinen ja tiedonkeruumenetelmänä käytettiin kyselyä. Kolmetoista asiakaspalvelutyöntekijää eri aloilta vastasi kyselyyn. Analyysimenetelmänä on teema-analyysi. Teema-analyysiä voidaan käyttää kvalitatiivisissa tutkimuksissa esimerkiksi sisällön koodaamiseen. Tulokset osoittivat, että osallistujat olivat kokeneet erilaisia epäasiallisen asiakaskäyttäytymisen muotoja. Nämä olivat rasismi ja syrjintä, ennakkoluuloinen käyttäytyminen oletettua kansallisuutta kohtaan, aggressio ja väkivalta sekä hienovaraiset huonon käytöksen muodot. Epäasiallinen asiakaskäytös ei ollut harvinainen kokemus näiden kyseisten osallistujien kesken, sillä melkein kaikki osallistujat kertoivat kokeneensa epäasiallista käytöstä asiakkailta kuukausittain tai jopa viikoittain. Tutkimuksen osallistujat kertoivat käyttävänsä tiettyjä selviytymisstrategioita kokiessaan epäasiallisuutta. Nämä strategiat olivat sosiaalisen tuen haku, suunnitelmallinen ongelmanratkaisu, etäännyttäminen, itsekontrollointi, itsensä harhauttaminen oikealta tunteelta ja kohtaaminen. Tulokset vahvistavat jo olemassa olevaa teoriaa sekä edellisten tutkimusten tuloksia. Customer incivility (i.e., rude and discourteous behaviour by customers) can be regarded as an issue around the world (Sliter & Jones, 2016, p. 208). Many researchers (e.g., Grandey et al., 2007; Wilson & Holmwall, 2013; and LeBlanc & Kelloway, 2002) claim that incivility is more frequent from customers (i.e., organizational outsiders) than from colleagues or supervisors (i.e., organizational members) but there is still only scant research of incivility from customers. Several researchers (e.g., Grandey et al., 2004; and Ben-Zur & Yagil, 2005) also argue that customer incivility can predict, for example, job burnouts and emotional exhaustion. Therefore, customer incivility is an issue which needs to be addressed and researched. The aim of the present study is to examine customer service employees’ perceptions and experiences of customer incivility at work in Finland. First, the study focuses particularly on racism and discrimination from the viewpoint of perceived customer incivility. The second aim of the study is to introduce the many forms of customer incivility experienced by the participants in the sample. Lastly, the study aims to increase understanding and awareness of customer incivility and change the reader’s attitudes or behaviours towards customer service employees if necessary. The research is qualitative, and it employs a questionnaire as a data collection method. Thirteen customer service employees from different occupations responded to the questionnaire, thus, their accounts are examined. The method used to analyse the data is a theory-guided thematic analysis. Thematic analysis can be used in a qualitative study for, for example, coding the content. The findings indicate four different forms of mistreatment from customers in the sample. These four forms of mistreatment are racism and discrimination, prejudicial behaviour against assumed national origin, aggression and violence, and ambiguous forms of incivility. In the sample, customer incivility is not a rare experience since almost all participants reported to have experienced it monthly, or even weekly. The participants report that they utilize some coping strategies to deal with customer incivility. These strategies were seeking social support, planful problem solving, distancing, self-controlling, distracting oneself from the actual emotion, and confronting. The findings validate existing theories and findings from previous research.
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Monet tutkijat (Grandey et al., 2007; Wilson & Holmwall, 2013; ja LeBlanc & Kelloway, 2002) v\u00e4itt\u00e4v\u00e4t, ett\u00e4 ep\u00e4asiallinen k\u00e4yt\u00f6s asiakkailta on yleisemp\u00e4\u00e4 kuin ep\u00e4asiallinen k\u00e4yt\u00f6s kollegoilta tai ty\u00f6njohtajilta. Silti siit\u00e4 on vain niukasti tutkimuksia. Useat tutkijat (Grandey et al., 2004; ja Ben-Zur & Yagil, 2005) my\u00f6s v\u00e4itt\u00e4v\u00e4t, ett\u00e4 loppuun palamiset sek\u00e4 ty\u00f6uupumukset ovat ep\u00e4asiallisen asiakask\u00e4ytt\u00e4ytymisen enteit\u00e4. N\u00e4iden asioiden vuoksi se on ongelma ja sit\u00e4 tulisi tutkia enemm\u00e4n.\r\n\r\nT\u00e4m\u00e4n tutkimuksen tavoitteena on tarkastella asiakaspalveluty\u00f6ntekij\u00f6iden n\u00e4kemyksi\u00e4 ja kokemuksia ep\u00e4asiallisesta asiakask\u00e4yt\u00f6ksest\u00e4 ty\u00f6paikoilla Suomessa. Tutkimus keskittyy ty\u00f6ntekij\u00f6iden n\u00e4kemyksiin ep\u00e4asiallisesta asiakask\u00e4yt\u00f6ksest\u00e4 erityisesti rasismin sek\u00e4 syrjinn\u00e4n n\u00e4k\u00f6kulmasta. Sen lis\u00e4ksi tutkimuksen toisena tavoitteena on tutustuttaa lukija ep\u00e4asiallisen asiakask\u00e4yt\u00f6ksen moniin muotoihin, joita n\u00e4m\u00e4 ty\u00f6ntekij\u00e4t t\u00e4ss\u00e4 tapauksessa olivat kokeneet ty\u00f6paikalla. Lukija saattaa parantaa tai edist\u00e4\u00e4 omaa tiet\u00e4myst\u00e4\u00e4n t\u00e4st\u00e4 yleisest\u00e4 asiakaspalvelualoilla kohdatusta ilmi\u00f6st\u00e4 ja ehk\u00e4p\u00e4 lukijan oma asenne ja k\u00e4yt\u00f6s asiakaspalveluty\u00f6ntekij\u00f6it\u00e4 kohtaan muuttuvat tarvittaessa.\r\n\r\nTutkimus on kvalitatiivinen ja tiedonkeruumenetelm\u00e4n\u00e4 k\u00e4ytettiin kysely\u00e4. Kolmetoista asiakaspalveluty\u00f6ntekij\u00e4\u00e4 eri aloilta vastasi kyselyyn. Analyysimenetelm\u00e4n\u00e4 on teema-analyysi. 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spellingShingle Lohilahti, Ella "Haes tyttö joku osaava paikalle": customer incivility at work : a qualitative study of customer service employees' accounts epäasiallinen asiakaskäyttäytyminen epäkohteliaisuus asiakastyöntekijä vuorovaikutus vuorovaikutus töissä Intercultural Management and Communication 3136 asiakaspalvelu vuorovaikutus rasismi syrjintä työntekijät asiakkaat kulttuurienvälinen viestintä epäasiallinen kohtelu ikäsyrjintä customer service interaction racism discrimination employees customers intercultural communication inappropriate treatment age discrimination
title "Haes tyttö joku osaava paikalle": customer incivility at work : a qualitative study of customer service employees' accounts
title_full "Haes tyttö joku osaava paikalle": customer incivility at work : a qualitative study of customer service employees' accounts
title_fullStr "Haes tyttö joku osaava paikalle": customer incivility at work : a qualitative study of customer service employees' accounts "Haes tyttö joku osaava paikalle": customer incivility at work : a qualitative study of customer service employees' accounts
title_full_unstemmed "Haes tyttö joku osaava paikalle": customer incivility at work : a qualitative study of customer service employees' accounts "Haes tyttö joku osaava paikalle": customer incivility at work : a qualitative study of customer service employees' accounts
title_short "Haes tyttö joku osaava paikalle": customer incivility at work
title_sort haes tyttö joku osaava paikalle customer incivility at work a qualitative study of customer service employees accounts
title_sub a qualitative study of customer service employees' accounts
title_txtP "Haes tyttö joku osaava paikalle": customer incivility at work : a qualitative study of customer service employees' accounts
topic epäasiallinen asiakaskäyttäytyminen epäkohteliaisuus asiakastyöntekijä vuorovaikutus vuorovaikutus töissä Intercultural Management and Communication 3136 asiakaspalvelu vuorovaikutus rasismi syrjintä työntekijät asiakkaat kulttuurienvälinen viestintä epäasiallinen kohtelu ikäsyrjintä customer service interaction racism discrimination employees customers intercultural communication inappropriate treatment age discrimination
topic_facet 3136 Intercultural Management and Communication age discrimination asiakaspalvelu asiakastyöntekijä vuorovaikutus asiakkaat customer service customers discrimination employees epäasiallinen asiakaskäyttäytyminen epäasiallinen kohtelu epäkohteliaisuus ikäsyrjintä inappropriate treatment interaction intercultural communication kulttuurienvälinen viestintä racism rasismi syrjintä työntekijät vuorovaikutus vuorovaikutus töissä
url https://jyx.jyu.fi/handle/123456789/76591 http://www.urn.fi/URN:NBN:fi:jyu-202106163790
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